Well done Tier 3 (and Tier 1)

[tubemonster]

I would just like to take the time to actually congratulate Sky Broadband Technical Help as so often they only receive gripes and groans from users.

I was lucky enough to have a steady 8 meg connection for a number of months until I decided to use the interactive services on my Sky HD box. Afterwards my router would "drop out" anything from 3-25 minutes or so, (the interactive thing may just be a coincidence) "drop out" meaning it had a connection from the exchange but would lose the IP and would rectify itself within a couple of minutes or so. Not too drastic a problem for surfing but made online gaming impossible.

Tier 1 were very pleasant in trying to help and went through the usual diagnostic steps but once they realised that I had adequate knowledge of the workings of broadband etc, put me onto Tier 3 who decided it must be a router fault and ordered a new one for me. 10 days later when it arrived ( and that is my only critisism ---10 days???? ) and did the same thing, I got back onto them and they noticed that too many packets were being lost and were able to diagnose a line fault registering it with BT.

I was told to unplug the router for 24hrs while tests were done and when I plugged it back in, the connection was steady again but was connected at only 5 meg. Called them up again and Tier 3 gladly cranked it up to 7 meg ( just to be on the safe side) and when, in conversation, they discovered I was a gamer, reduced my max delays to 16 (not 8 as suggested in the featured email).
The whole experience was painless and dealt with in a friendly and professional way, thank you very much guys.

PS.....and this is useful information for everyone......phone in the evenings about 9pm for less of a wait but more importantly, if like mine (Sky Talk), your evening calls to 01 or 02 numbers are free, then use SAYNOTO0870.COM - Non-Geographical Alternative Telephone Numbers for the geographical number (01506 something) and ask the person answering to transfer you to Broadband Technical Help which they are quite happy to do BUT THE BEST THING IS IT'S FREE which makes holding the line a little more bearable, and remember, talk to these guys the way YOU would be like to be spoken to.

[NewsreadeR]

and remember, talk to these guys the way YOU would be like to be spoken to.

That has to be one of the best bits of advice ever posted on these forums.

Glad you are finally sorted, nice to see the good side of Sky on this section.